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Veego Care

Reactive Customer Care is tedious and expensive, and it turns off subscribers. Technical Support Reps require too much expertise and time to get to the root cause of the issues that prompt support calls. Subscribers become frustrated.

Veego Care automatically detects problems, analyzes their root cause, fixes some of them autonomously, and helps TSRs fix the rest promptly and effectively with recommendations for effective remediation.
With Veego Care, TSRs address support calls like experts, eliminating today’s unfulfilled requirement for a highly experienced and knowledgeable staff.

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The home network is slowing down. Noticing that a type of “old” device that uses 802.11b technology is choking the WiFi, Veego Care immediately identifies the root cause, saving hours of clarification and escalation. Frustrating support calls are resolved in minutes because the TSR is already armed with Veego Care’s root-cause analysis and recommendation for resolution. The user replaces the faulty device with a newer version and the problem is resolved.
Faulty device choking the WiFiCall Support Use Case
Faulty device choking the WiFi
The user in the basement loses internet connection from time to time. Veego senses that the WiFi signal there is not strong enough. The user is getting slow or intermittent service. Veego Care informs the TSR and recommends a new extender that will fix the problem.
An extender for better connectivityUpsell Use Case
An extender for better connectivity
Veego senses too much traffic on the 2.4GHz band that is often congested, reducing the quality of experience of certain users. But the 5GHZ band is completely unused. Veego determines that two of the currently connected devices are capable of using the higher band and automatically steers those devices to 5GHz, thereby improving the experience for everybody and deflecting a call to Customer Care.
Band steeringAuto-Repair Use Case
Band steering

The Entire Scope

Traditional Customer Care does not have enough visibility to fully diagnose problems. It misses opportunities to address issues properly. Veego Care observes and detects issues not only across the entire home-network topology (devices, apps, CPE, WiFi), but also beyond the home (last mile, WAN, and cloud service).

Troubleshooting Assistance

Veego Care proactively guides TSRs to proper resolution of problems while they are servicing subscribers. It provides easy-to-understand analysis and recommendation for resolution and provides troubleshooting instructions with easy-to-follow steps, helping TSRs deliver effective solutions faster.

Historical View

At the dashboard, TSRs can easily identify recurring trends and issues that repeatedly affect the home internet service, sharpening their ability to solve problems. As necessary, Veego Care provides the historical view, identifying recurring issues whose resolution will solve the problem once and for all.

Veego Care Benefits

Download the Veego Care Datasheet

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